Sony forum: I am having major problems with Sony sunstomer service!

I have a Sony Viao laptop that haa broken left click. The serice guy showed up and spent 3 hours replacing the part. It runed out to be the wrong part almost immediately the entire touchpapd assy. stopped working. I called Sony 5 minues after the tech left and opend a new call for repair. This was on the lastday of my warranty and the Monday before Thanksgiving. I gave them a break knowing that over the holidays shipments take longer. Since then I have tried to get hem to come out and fix it. In June I spen over 5 total hours talking with a handfull of people. First they said my second work order had been closed. I told them that no one had come out to work it and it should never have been closed they said they'd call me back. When they did they then said that there was no second work order. So now they are calling me and the first people I talked to in their organization liars. I got fed up and hung up.
I have done more research and colleted more info since then and called back today. Now they are claiming that not only was there a 2nd call but a 3rd in June.I told them that was a complaint call and not a new work order for repair. Th said the 2nd work order I opened had a note saying no repair requested. Why on earth would I open a work order for repair and then say I didn't want them to repair it. Then they wanted all my info on an extended warranty I have with another company. I told them it was none of their business since this is under their warranty. Then they said I didn't call to complian enough so they aren't going to repair it. Am I their mother? Do need to call every day to make them do their job and hono their contracts? I have work and school and can't be their nanny. I don't have 2 hours plus to spend every day yelling and nagging them. Is that how a world wide business is supposed to run?
Any suggestions on my next step would be greatly appreciated.
Thank you
Jennifer